Shilpa -
Geelong,VIC
Summary
Motivated and achievement-oriented Technical Leader, certified by CSM, with experience of Hardware and Software Asset Management concepts Asset and CMDB modules in ITSM Hardware asset management and/or software asset management application System UI (forms, lists) configuration and customization Platform administration like Atlassian, Azure AD, Intune MDM, ABM, M365 Global Admin Reporting and dashboards / Performance analytics. Experience leading a team spread across multiple geographies Delegate and Track tasks. Passion for mentoring and developing team members, driving growth within the organization. Proven track record of driving continuous improvement and promoting transparency.
Overview
5
5
years of professional experience
Work History
IT SysOps and Support Technical Lead
Sandstone Technology
03.2022 - Current
- Orchestrated end-to-end value chain management, ensuring peak performance, compliance, and delivering exceptional customer experiences.
- Rectified security vulnerabilities by rigorously debugging and patching software systems through MS defender, Microsoft Intune and Trend Micro cloud one.
- Integrated a comprehensive suite of Atlassian Marketplace plugins, including Xray, Tempo, workflow extensions, draw.io, and other vital plugins into our systems with Rest API.
- Led Technical Leadership roles for Microsoft 365 Applications & Admin Center, alongside overseeing Atlassian Admin systems (JIRA, Confluence, Bitbucket) across on-premises and Cloud platforms and comprehension across multiple platforms like AWS, Azure, Microsoft, and VMware technologies.
- Supervised Atlassian systems through version upgrades, migration to Cloud infrastructure, and safeguarded them against security threats and attacks.
- Recognized with a special CEO award for saving the company AUD500K by implementing an Atlassian plugin for the Quality Assurance team, validated through the successful ISO27001 Audit for IT Operations - Systems.
- Managed integration of new Third-party Applications within Azure Single Sign On (SSO) environments, contributing significantly to pivotal projects.
- Implemented new MDM Intune device compliance across multiple platforms.
- Designed and documented system structures, interfaces, and guiding principles for organizational software design and implementation.
- Maintain the Reports and register for Risk, ISO Audits, Asset inventory, Application systems SOE and Incident management for the quarterly review and audit purposes
- Proficient in the MS Software suite, demonstrating prowess in Visio, PowerPoint, Excel, Word, SharePoint, and Teams.
- Develops, communicates and implements new policies and procedures through both verbal and written documentation. Assists, coaches and mentors IT Support Technicians both technically and on policies and procedures
- Ensures all work items are completed satisfactorily and that all customer requests are responded to in a timely manner. Manages the workflows/SLAs at each location to ensure and maximize efficiencies.
- Provide support by answering, evaluating, and resolving incoming requests from users experiencing problems with hardware, software, networking, and other computer related technologies in a timely manner.
- Profound interpersonal skills, adept at engaging stakeholders individually or within group settings, fostering collaboration and achieving consensus among diverse groups.
Systems Engineer
Sandstone Technology
05.2021 - 03.2022
- Preparing and maintaining procedures and documentation for network and servers' inventory and recording diagnosis and assist in resolution of network faults, enhancements, and modifications to networks, and maintenance instructions
- Supporting in remote desktop connections issues and cisco VPN and troubleshooting network dropouts' problems and provide support during emergency situations to Sandstone Employees
- Responsible for managing, configuring, and maintaining Office 365 Administration
- Perform recurring tasks, to monitor the on-prem server, rearm and manage windows and RDS licenses and check AD logs
- Managing and monitoring all installed systems and infrastructure for the Organization to be in line with company guidelines or SOE (Standard Operating Environment)
- Participated in meetings to report progress and developments
- Responsible and upgrade of On-prem server, systems (like JIRA, confluence, and Bitbucket) problems
- Supporting in monitoring network traffic, and activity, capacity, and usage to ensure continued integrity and optimal network performance
- Responsible for assessing and recommending improvements to software, communications, and operating systems
- Performed system-level troubleshooting, diagnosed issues and implemented corrective actions.
Technical Support Engineer
Sandstone Technology
10.2020 - 05.2021
- Creating and reviewing technical documentation such as procedural; instructional and operational guides and manuals, diagnosis of network and system issues, technical reports and specifications and maintenance inventory systems
- Provide internal support for network outages and troubleshooting of network devices, workstations and servers, system backups, archiving, and disaster recovery
- Analysing, evaluating, and diagnosing technical problems and issues such as installation, maintenance, repair, upgrade, and configuration and troubleshooting of desktops, software, hardware, printers, Internet, email, databases, operating systems and security systems
- Installing, assessing, configuring, testing, maintaining, and administering new and upgraded networks, software database applications, troubleshooting servers and workstations like systems hardware, software, and networking products
- Supporting in remote desktop connections issues and cisco VPN and troubleshooting network dropouts' problems and provide support during emergency situations to Sandstone Employees
- Assist with procedural software/hardware support to the clients, documentation for diagnosis of network, software, laptop performance related issues.
Junior IT Support
Sandstone Technology
09.2019 - 10.2020
- Assisted customers in best leveraging to develop both ad hoc and ready solutions for a myriad of business, operational, and data-driven problems
- Experience administering Atlassian products (Jira, Confluence), Proficient in JQL queries and customising JIRA projects
- Worked closely with clients to troubleshoot and resolve technical issues and concerns
- Consistently maintained an average customer satisfaction score of at least 95% while closing over 500 cases
- Hands-on in managing O365 Administration, Azure AD and Atlassian System configurations
- Responsible for the back-end technical configuration of the Sandstone System solution for internal clients
- Research and analyse on Atlassian customers and partners by providing quality and timely support
- Become one of our team of specialists improving our support capabilities, capacity, and quality for our largest and most sophisticated internal users.
IT Volunteer And Administrator Support
Harman Foundation
04.2019 - 09.2019
- Help to resolve Employee Login Access
- Troubleshoots the hardware issues and installs new servers with PCs
- Restore and Back up Confidential Data of Clients, Foundation Events and Social Media data
- Resolve problems of Networks connectivity with PCs
- Manage and support LAN and WAN Networks for all hours of operation
- Install new servers' releases and software related problems
- Follow up emails and arrange data in order
- Maintaining records and handles queries via phone
- Rectify and find the errors in data
- Collection of massive client information and manage it.
Education
Master of Information Communication and Technology - Information Technology Project Management
Western Sydney University
Sydney, NSW07.2019
Bachelor of Commerce (Honours): Management -
University of Delhi
Delhi, India07.2017
Skills
- Languages: C, SQL, HTML
- Systems: Atlassian server & Cloud (JIRA, Confluence, Bitbucket), AWS, Microsoft 365, Azure AD
- Software: MS Office, RStudio, VM Ware, Visual Studio, RDP, Cisco, AWS VPN, Intune MDM, Pluralsight, DockerHub, ProtechtERM, MS Defender
- Agile/Scrum Methodology
- Hardware: Cisco switches, routers, on-prem servers
- Project Leadership
- Continuous Integration Systems
- Project Management
- Performance Evaluation and Optimization
- Software Testing and Validation
- Teamwork and Collaboration
- Cross-Functional Teamwork
- Debugging and Troubleshooting
- Functionality Implementation
- Security Planning
- Technological Integration
- Platform Integration
- Cybersecurity Best Practice Implementation
- Issue Investigation
- Policy Implementation
- Mentorship and Coaching
- Capacity Management
References
References Available Upon Request
Timeline
IT SysOps and Support Technical Lead
Sandstone Technology
03.2022 - Current
Systems Engineer
Sandstone Technology
05.2021 - 03.2022
Technical Support Engineer
Sandstone Technology
10.2020 - 05.2021
Junior IT Support
Sandstone Technology
09.2019 - 10.2020
IT Volunteer And Administrator Support
Harman Foundation
04.2019 - 09.2019
Master of Information Communication and Technology - Information Technology Project Management
Western Sydney University
Bachelor of Commerce (Honours): Management -
University of Delhi
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